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Our policy on reasonable adjustments
Corporate information / Our corporate policies
See how we ensure our service is accessible to all our customers, and that disabled people aren’t disadvantaged when accessing our service.
Published 22/08/2022 Last updated 10/06/2026
Whole-of-life policies
For businesses / Complaints we deal with / Investments
Do you deal with customer complaints about whole-of-life policies?
Published 01/06/2019 Last updated 11/06/2026
Capital protected structured investments
For businesses / Complaints we deal with / Investments
Are you handling complaints where consumers feel they were wrongly advised to invest in a capital protected structured investment?
Published 28/05/2019 Last updated 11/06/2026
A consumer told us he was struggling to repay his car finance agreement
Decisions and case studies / Case studies
Tom was struggling with keeping up with his car finance repayments, and when his lender told him that they were taking the car back and that it could affect his credit file, he came to us.
Published 08/07/2019 Last updated 14/07/2025
Financial Ombudsman Service announces 44 new investigator jobs in Belfast
News
The announcement signals the opening of a new hub in Northern Ireland for the Financial Ombudsman
Published 10/07/2024 Last updated 10/07/2024
A consumer complains that problems she had with her new car after two years were because the car wasn’t of satisfactory quality when she got it
Decisions and case studies / Case studies
Zoey got a new car through a hire purchase agreement. After a year, she’d driven it a problem developed with the clutch pedal. Zoey contacted us to complain after her finance provider refused to take the car back.
Published 18/07/2019 Last updated 09/12/2025
Travel insurance complaints at their highest levels since the pandemic
News
Holidaymakers unhappy with their travel insurance have led to rising levels of complaints.
Published 16/07/2024 Last updated 16/07/2024
Couple complain when whole of life policy sold to them doesn’t fit their needs
Decisions and case studies / Case studies
Doug and Cheryl got in touch with us as they didn’t believe the whole of life policy they were recommended to get was right for them.
Published 15/02/2021 Last updated 14/07/2025
Compensation for distress or inconvenience
For consumers / What to expect
Find out more about how we award compensation if a business's mistake affects you practically or emotionally, for example by causing distress or inconvenience.
Published 13/10/2021 Last updated 09/01/2026
Vehicle breakdown cover
For businesses / Complaints we deal with / Insurance / Motor insurance
Information for financial businesses on handling and resolving complaints about vehicle breakdown cover.
Published 16/05/2022 Last updated 20/02/2023